Enterprise Desktop Support Manager

Job Summary

A company is looking for a Manager of Enterprise Desktop Support.

Key Responsibilities

• Administer and support SaaS applications, acting as Tier II/III escalation for complex technical issues
• Manage and optimize ticket workflows within Jira Service Management and monitor ticket trends to prevent service disruptions
• Support enterprise users in the Microsoft 365 ecosystem and execute system-level scripts using PowerShell

Required Qualifications

• 7+ years of experience in technical support with a focus on customer service
• Prior experience leading a Helpdesk team with direct reports
• Proficiency with ITSM/ticketing platforms like ServiceNow or Jira Service Management
• Strong understanding of Microsoft 365, Intune, and Windows 11 administration
• Experience creating process documentation and procedural standards